Incolink Charter of Client Rights and Responsibilities

Your rights as an Incolink client

As an Incolink member you can expect to:

• Be provided a service in a safe environment
• Be provided a service in a fair, honest and non-judgemental manner
• Be provided a service that is friendly and respectful
• Plan and develop treatment plans and strategies in collaboration with your counsellor
• Be provided with a timely and effective service that responds to your needs
• Make a complaint and have that complaint addressed efficiently
• Have your right to privacy and confidentiality protected, within the limits imposed by the law and duty of care
• Have fair and equal access to Incolink services including the use of an interpreter
• Be able to refuse any, or all, assessment and care that is offered

Your responsibilities as an Incolink client

As an Incolink member you have the responsibility to:

• Contribute to maintaining a safe environment in the service you use
• Treat others with respect and courtesy
• Participate in the treatment service to the best of your ability
• Ensure that you are not under the influence of alcohol or other drugs
• Attend appointments and advise your counsellor if you are unable to attend.

Protecting your confidentiality and privacy

Incolink is committed to preserving and upholding your rights to confidentiality and privacy. Incolink records are stored securely and every effort is made to ensure that your counselling sessions and contact with Incolink are confidential. Your clinical information will not be released to any external parties without your consent, unless there are exceptional circumstances where information may have to be released in accordance with the law. This would only occur where your safety or the safety of others is at serious risk, in serious criminal matters, or in response to a court direction.

Incolink are bound by the Privacy Act 1988 and the Australian Privacy Principles (APPs). For more information on how Incolink manages personal information, you can access a copy of our Privacy Policy here or call us on (03) 9668 3061 and request a copy.

Complaints and Compliments

We value your feedback as it assists in approving the standards and quality of our service to members. Any complaints or compliments can be made by emailing: WellbeingSupportServices@incolink.org.au. If you are not satisfied with the response, please call 03 9668 3000 and ask to speak to the Executive General Manager Member Services